AccountId: 011433970860
ContactId: d673bc5c-469d-4cf5-9aa1-e24a0f9e2d05
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 51400 ms
Total Talk Time (AGENT): 29672 ms
Total Talk Time (CUSTOMER): 17043 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/d673bc5c-469d-4cf5-9aa1-e24a0f9e2d05_20250602T18:54_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII].
[CUSTOMER][NEUTRAL] Hey, ma'am, it's [PII].
[AGENT][NEUTRAL] Yes, sir. How are you?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Good, um, did you ever find anything about logging in this new system?
[AGENT][NEUTRAL] Uh, it, it's a known sys a known error, and they are still working on it.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] What, what, what is the problem? Do we have to, uh, did they say?
[CUSTOMER][NEUTRAL] Uh, hold on a second here. So just, just keep trying or what you suggest we do here.
[AGENT][NEUTRAL] Well, uh, they'll send out another email once the issue is resolved. I mean, we, you know, with the new OSC you will have to set up a whole new account. However, um, as, as it stands right now we're not able to even do that.
[AGENT][NEUTRAL] So
[CUSTOMER][POSITIVE] OK. All right, I'll just wait. Thank you.
[AGENT][POSITIVE] All right thank you